9.2. A Situation Requiring Diagnosis

The vice president of operations for the partially fictionalized Property Casualty, Inc. (PCI), has requested that Larry Monahan, one of his procedures analysts, develop an updated, clearer, and more comprehensive claims manual for the organization's claims representatives.

Larry will be using the fourteen-step Three Levels approach, which appears in Figure 9.1. As we discuss the application of each step to this situation, we will display some of the forms he may use. However, the process should not be forms-driven and need not be as formal as it's depicted here. The heart of the process is the sequence of steps, the questions that need to be answered at each step, the organization of the information obtained in response to the questions, and the link between actions and diagnosis.